Branch Head, Customer Engagement Centres (Kuantan)

Prudential plc; Pahang; On-site; MYR 60,000 - 100,000; Full time

Job summary

Prudential plc is seeking a Branch Operations professional to oversee all branch activities, including customer service, collections, and daily administration in Malaysia. The role emphasizes process efficiency, staff coaching, and partner relationships to deliver consistent service quality.

The successful candidate will ensure compliance with SOPs, manage workload, and drive customer satisfaction through effective operations and engagement initiatives.

Qualifications

• Degree in any discipline.
• Good interpersonal skills.
• Strong leadership quality.

Responsibilities

• Oversee day-to-day branch operations and administration, including handling customer enquiries, complaints, and servicing within defined service levels.
• Manage cash, cheque, and EDC collections over the counter and ensure accurate daily reconciliation.
• Develop staff, coach on the job, and ensure recruitment and retention activities support business growth.
• Maintain customer engagement by building strong relationships with agents and policyholders and ensuring timely reporting.

Skills

Good interpersonal skills

Strong leadership quality

Education

Degree in any discipline

Job description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Key Responsibilities

one. Responsible for the overall branch operations and administration ie; handle walk in customers’ enquiry, complaint and servicing as defined in Branch Transformation ie: processing of customers’ valuation request for traditional policies, minor alteration (change of address, name, Identity Card number, Birth Certificate number, admission of age, nationality, and salutation), updating of credit card request by walk-ins customer, perform form verification for proposal, credit card & auto debit enrolment form and claim form within the agreed service level.

• Ensure effective day to day branch operation
• Ensure sufficient staff force to support the daily transaction volume
• Customers’ requests are attended and processed within the service level
• Average waiting time not exceeding 10 minutes.
• Compliment and complaints by customer are tracked and reviewed
• Ensure timely submission of all utilities bills

two. Responsible for overall branch collection for cash, cheque and EDC over the counter in accordance to Collection Guidelines for PAMB, PruBSN & GI. Eastspring sales register is booked accurately and timely

• Perform chief cashier roles
• Ensure 100% compliance to branch Collection SOP
• To coordinate and manage daily collections with CIT
• To arrange for special pick-up during month end closing or as and when is required
• Distribute the cashier float in every morning
• Ensure cashier float is correct as per entitlement
• Ensure daily collection report is sent on timely manner and file accordingly
• Ensure safe keep the cashier float after working hour
• 100% accuracy in daily collection for all modes & all business ie: PAMB, PruBSN and GI

3. Responsible and accountable for the operations and performance of branches as stipulated in the branch SOP.

4. Staff Development & Engagement

• Ensure that all branch staff are fully updated and understand the products and services offered by Prudential
• Ensure that all staff’s training needs are met in a timely manner
• Conduct on-the-job coaching to improve skills and competencies of staff
• Ensure that recruitment and retention activities supports business growth and the periodic expansion of customer services at branches
• Ensure that regular communication sessions are held with staff

5. Customer engagement

• Ensure that relationships with agents and policyholders are consciously built and nurtured
• Adequate support to agency & customers in operational matters to meet customers’ satisfactions.
• Statistics report and customer complaint report are submitted on monthly basic.
• Reach-Out-To Agency is conducted every month as rapport building and understand agency issues and taking prompt action in resolution.
• Agency Personal Assistants (PAs) communication session are conducted monthly to all PAs in order to improve PA’s knowledge on latest information, product and process of the company

6. Quality & Service

• Ensure the quality service delivery at branch
• Continuously review processes and identify areas for improvement
• Support and execute the project and initiative outline in Branch Transformation
• Timely implementation of initiatives & achieve the project objectives
• Track and monitoring of result
• Regular review and feedback to Regional Head for continuous improvement
• Coordinate on property maintenance of premises and ensuring the premise furniture, fit-out and office equipment and in good condition
• For maintenance outsourcing model, to coordinate & feedback to Property on vendors performance
• For in-house maintenance model, ensure well managed of building maintenance matter and approve any maintenance cost or repairs that less than RM500.
• Escalation of any repairs that cost more than RM500 to Property department

1. Qualifications

QUALIFICATIONS & REQUIREMENTS:

• Degree in any discipline

two. Experience

• Good interpersonal skills
• Strong leadership quality

3. Knowledge

• Product and processes
• Queue management
• Staff management

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.